Tag Archives: complaints

COMPLAINT MANAGEMENT

How To Handle Complaints: Know The Magic Question When you receive a complaint, here’s a magic question and a template that almost always changes the tone of the interaction. First, listen attentively to the complaint, and do not interrupt except … Continue reading

Posted in Complaints/How To Handle Complaints/How To Complain | Tagged , , , , , , , | Leave a comment

Never Say “You Should Have…”

What To Say, and What Not To Say When You Complain If you complain, here’s some good advice for parents and for bosses.   Whenever you say, “You should have,” the other person will feel defensive, and probably will tighten up … Continue reading

Posted in Never say... | Tagged , , , | Leave a comment